Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee experience and a better bottom line.
Leaders can blaze a trail for success by committing to effective communication campaigns that foster supportive work environments. Transparent, detailed, and honest communication surely helps. But that’s not the be-all end-all for conveying new initiatives and changes to your most influential players. The second C of organizational communication is "CONSISTENT" communication.
We already know that the rumor mill is fostered by lax or even worse, non-existent communication strategies. But the rumor is bound to swirl out of control with inconsistent communication. Consistency is key — in every aspect of business.
When it comes to conveying updates to your team, the SAME message must be shared with EVERYONE in the organization.
If consistent messages are not shared far and wide, how can you expect success? For example, when there’s a kink in a front-line process — such as a failure to offer new customers access to your rewards program, or staff relaying outdated directives in response to a customer inquiry — it’s often because of a breakdown somewhere higher up the service chain. Are you certain your organizational changes were consistently communicated to everyone in the company? If service is slipping, there’s likely a short in your communication circuit.
Great leaders ensure communication and understanding EVERY step of the way.
A hectic workplace doesn’t always lend itself to consistency, we know that. But taking the time to prioritize consistent messaging has its benefits — such as increased levels of understanding, higher levels of productivity, and greater feelings of comfort within your staff.
Through a variety of delivery channels, inspired leaders will deliver consistent verbiage to their staff that is both clear and informative. But most importantly, that message must read the SAME to EVERY employee.
Outline who on your team will be responsible for ensuring your communication updates are distributed to every department when creating a campaign strategy. Then, make sure those trainers are aligned with appropriate messaging so that every employee is privy to the same information.
Without consistent communication, your new roll-out, whether big or small, is bound to go up in flames. Inconsistent communication leads to confusion — which we all know is the ignitor switch to a failed customer and employee experience.
ABOUT MIKE DONNELLY: With over 20 years of Disney leadership experience, Mike Donnelly, Chief Experience Officer (CEO) of Donnelly Effect shares his insights on Talent Selection and Hiring, Employee Onboarding, Customer Experience, Service Culture and Leadership-among others. Donnelly Effect is home of the exclusive "World-Class Workshop" series and offers consulting services and keynote addresses to audiences of all sizes and industries. Since 2007, Mike Donnelly has been a contracted Disney Institute Facilitator, delivering Disney customer service training to audiences across the United States.